user Feedback column in Incident/requests table
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‎11-23-2022 01:57 AM
hi, I want to know if there's a specified column for Users to put their feedback in, after the ticket is closed/ resolved in the incident/request tables?
if no such column is provided by default, we can create a 'text' column in the incident/request table, right?
so instead of 'text', can we create a custom column where the user can put in their feedback in stars (scale of 5 stars)?
or at least a datatype similar to that...
Thanks in advance 🙂
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‎11-23-2022 02:04 AM
The suggested approach would be to use Survey Management for this, e.g., when the incident is closed, a new survey instance is generated and sent to the user. Thy can then add their rating and any feedback you like, depending on the survey designed. This should not be managed on the incident/request table.
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‎11-23-2022 05:39 AM
thanks for the response laszlo, that's an interesting thing to explore
so I am assuming, these surveys will be stored in some other table... probably with sys Ids of the respective tickets (incidents/requests) and I can fetch the survey responses from that other table and map them with their respective tickets using the sys_id
something like that, right?
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‎11-23-2022 06:40 AM
Pretty much. Survey management has its own architecture, and it actually uses several tables that are related to each other. It is worth understanding what the different tables are used for, so you crate the reports you need.
Here's a screenshot of a schema map with the Assessment Instance table in center (this table is basically an instance of a survey that is generated and assigned to a particular user):
As you can see, the table has a task_id field which references the Task table, thereby linking to the recording in question, e.g. incident.
At the end you'll probably want to report on the Metric Result table, i.e. asmt_metric_result, which does not have a column linking to the task, but only a link to the Assessment Instance, which, as described above, can link to the task.
You can find some out of the box surveys in the system to get you started - I recommend taking a look at them. For starters, take a look at the 'Short Customer Satisfaction Survey using Smiley Face' under Survey > View Surveys. You will see it has a Trigger Condition configured on the incident table, for every incident that gets closed and is not a Universal Request, with a repeat interval of 30 days, which means the 'Caller' of the incident would only receive the survey invitation, if they were not assigned another instance of this same survey within the last 30 days (so in this case, they will not necessary receive it for every incident, in order to not spam them). You can easily tailor this to your organization's needs.